Monitoring Support at MTN

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  • Company: MTN
  • Location: Kenya
  • State: Nairobi
  • Job type: Full-Time
  • Job category: IT/Telecom Jobs in Kenya
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Job Description

MTN Group, formerly M-Cell, is a South Africa-based multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg.

Summary

The Service Desk Monitor Support will provide support for the ICT infrastructure including vendor escalation, receive inbound calls and provide 1st Line support for incidents/requests raised, thus ensuring proactive support is achieved and SLA Compliance with the end customer.

Key responsibilities :

Reporting to the Snr Manager: Technical Operations & Service Delivery, the candidate will be accountable to achieve the following objectives:

  • Perform proactive monitoring of customer connectivity and network devices .
  • Provide general first level technical support to end user’s organisation-wide .
  • Assist in providing first- level phone/email support on ICT related issues and facilitate technical issues requiring location visits .
  • Provide 1st level support as per organization’s guidelines. .
  • Communicate resolution of faults to request initiators .
  • Update assigned tasks in a timely manner; escalating as required by management, vendors, and clients .
  • Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction .
  • Assist in maintaining issues/request log, ensuring accurate and prompt logging of all requests/issues into central database. .
  • Implement /comply with pre-defined service desk management policies and procedures.
  • Assist in administering customer satisfaction surveys to obtain feedback on service desk efficiency (where necessary) .
  • Perform any other duties as will be assigned.
Requirements

Education:

  • Minimum, an Academic Degree in (Information Technology, Computer Science/Engineering).
  • Fluent in English and language of country preferable.
  • Experience:
  • Minimum of 3 years’ experience in Telecommunications, with operational support experience. .
  • At least 2 years’ experience in fixed infrastructure and IP environment.
  • Experience in OTN, WDM & SDH .
  • Experience on Huawei transmission equipment (OSN).
  • Experience in Cisco or Huawei IP equipment (NE40).
  • Good reading and writing skills .
  • Sound network troubleshooting skills.

Competencies:

  • Key business soft skills including but not limited to problem solving, information processing and analytical understanding. .
  • Highly client driven interactions.
  • Sound data interpretation, quality focus, continuous improvement, and reporting skills .

Other:

  • Regional and international travel
  • Ability to adapt to changing requirements of business and staff members.
  • Excellent Interpersonal and technical skills.
  • Excellent organizational skills and attention to detail
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.
Method of Application
Submit your CV and Application on Company Website : Click Here Closing Date : 30 April. 2022
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